Analytics and Automation Propel Customer Engagement & Compliance for a Fortune 500 Energy Retailer

Key Points

In the highly competitive and regulated UK energy sector, managing customer queries, onboarding complexities, workforce needs and compliance pressures requires operational transformation to optimize engagement and efficiency. Our client, a leading energy and gas retailer, faced growing demands across multiple lines of business and channels, highlighting the need to elevate its customer service operations.

Partnering as a digital-first domain expert, WNS implemented a comprehensive solution that combined process re-engineering, intelligent automation and analytics. This delivered significant benefits such as real-time transaction monitoring, a unified platform for seamless operations, targeted workforce management and streamlined customer onboarding.